topic Outsourced tech/customer service in Arlo Q

Outsourced tech/customer service

Sambo1234 — Tue, 07 Mar 2023 03:34:19 GMT

My Arlo Q stopped working and I called customer service for support. I was told that they updated the software therefore, I will have to pay $100 to update my cameras software. How does that make any sense? After talking to customer support person for awhile, I told him that I will post about this incident in every SNS format. He said he is willing to send me free of service under one condition, I asked what it is. He said he will have to **bleep** my mom. I have all this in recording. Obviously, Arlo doesn't monitor their customer support calls. I will never ever buy any Arlo products.

Re: Outsourced tech/customer service

DannyBearAgain — Tue, 07 Mar 2023 05:38:22 GMT

Arlo doesn’t provide any support contact outside the entitlements in your app. Look in settings menu for support and choose the camera for details of your support path.

https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

Re: Outsourced tech/customer service

Zzzzzzzzzz — Tue, 07 Mar 2023 18:54:31 GMT

@Sambo1234 You shouldn't have to pay for a firmware update (as @DannyBearAgain pointed out). Sorry that happened to you.

My Arlo Q's stopped working last night (not connected and would not connect even after power cycling). It may have been a combination of issues with my router connection as well as an Arlo Q firmware update.

I rebooted my modem and router. So that re-established the connection to the Arlo Q's. I plugged in Arlo Q's that were previously not plugged in, and shortly thereafter, they indicated that they were initiating a firmware update. I find that the Arlo Qs can sometimes take longer than I expect to do firmware updates. And they will also seem to be unconnected or not working for a time. So, I just leave it alone for a while. One time it took overnight to finish the update.

My Arlo Q version started with "1.12.1.3" and ends with "_1e75faa"

Did you get your Arlo Q working?

Re: Outsourced tech/customer service

ShayneS — Wed, 08 Mar 2023 18:18:34 GMT

HI @Sambo1234

Arlo requires a subscription to provide technical support. we do not charge for software upgrades. The number or email you reached is a scam support line. Please be sure to use Arlo.com and the community forum for any support requests without an Arlo subscription.

Thank you